Providing at-home-agents with the ability to build customized schedules that meet their individual needs directly translates into higher agent satisfaction, retention and overall call center performance.
Detroit, MI (PRWEB) September 09, 2013
WorkFlex Solutions the industry leader in intelligent intraday management automation solutions for call centers announced today at the Customer Response Summit in Detroit the introduction of WorkFlex @Home, a product specifically designed to automate and optimize scheduling for part-time call center agents. Designed to seamlessly integrate with existing call center workforce management (WFM) systems, WorkFlex@Home provides part-time agents with a user-friendly web-portal that enables them to easily see and select hours of work using a intelligent scheduling user interface that is continually updated in near real-time as changes in call demand patterns are identified and as agent schedules are modified. This approach maximizes scheduling flexibility for part-time agents while ensuring that overall call center capacity is optimally aligned to meet demand.
“WorkFlex@Home can be a particularly powerful call center automation technology for part-time work-at-home agents,” said Michele Rowan President At-Home Customer Contacts. “Providing at-home-agents with the ability to build customized schedules that meet their individual needs directly translates into higher agent satisfaction, retention and overall call center performance, and further enhances Work-At-Home as a viable alternative to Call Center Offshoring.”
“WorkFlex@Home leverages the same underlying intelligent intraday management technology that has already seen broad acceptance with both Service Providers (SP’s) and Business Process Outsourcers (BPO’s),” said Larry Schwartz CEO WorkFlex Solutions. WorkFlex@Home enables call center operators to optimize the effectiveness of their part-time agent workforce and can be deployed either as a stand-alone product or as part of a comprehensive suite of WorkFlex auto-optimization solutions that improve intraday performance, reduce administrative overhead and improve employee satisfaction.
About WorkFlex Solutions
WorkFlex Solutions is a Cincinnati-based company specializing in SaaS-based workforce auto-optimization solutions for call centers. Our award-winning intraday management technology is designed to easily integrate with existing workforce and performance management systems enabling clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex clients span multiple industry sectors including communications, financial services, and healthcare. For more information or to schedule a demo, please visit us at http://www.workflexsolutions.com.
About At Home Customer Contacts
Michele Rowan is the President & CEO of At Home Customer Contacts a Work-At-Home consultancy that assists companies analyze, design, and execute their remote working strategy for customer contacts, mid office and back office. She has helped 500+ companies develop and implement home working strategies. She is former VP of Performance Management with Hilton Hotels, where she led the US and European home working expansion. At Home Customer Contacts conducts workshops, web trainings and customized assessments exclusive to home working in the US, Canada and Europe. For more information, please visit http://www.athomecustomercontacts.com.
About Customer Response Summit
The Customer Response Summit is a highly interactive forum where Customer Experience Leaders gather to share the latest in multi-channel research, review best in class case studies and participate in a multitude of panel discussions designed to further customer leaders understanding of how mobile, self- service, interactive and social channels are changing the Customer Experience landscape from a data, technology, integration, agent utilization, training and hiring perspective. For more information, please visit http://www.customerresponsesummit.com or http://www.execsintheknow.com.